Return and Refund Policy

At Hydralis, we work closely with leading manufacturers and suppliers to ensure your experience is seamless. All returns and refunds are subject to the return and warranty policies of the relevant supplier or brand. We encourage you to check the individual Terms & Conditions of the product manufacturer before initiating a return.

Return Guidelines

We accept returns under the following conditions:

• The product is unused, uninstalled, and in its original, unopened packaging
• A return request is submitted within 14 days of delivery
• Products that have been installed or used cannot be returned under any circumstances

All approved returns:

• Are subject to a 25% restocking fee
• Must be returned at the customer’s expense
• Must be sent using a trackable and insured courier service

Return Process

To initiate a return:

• Email support@hydralis.com.au with your order number and photos of the product's condition
• We will forward your request to the relevant supplier for review
• If approved, we’ll provide return instructions and shipping details

Refunds will be processed only after the item is received and approved by the supplier. 

• Refunds will be issued to your original payment method
• Processed within 5–10 business days after supplier approval and product return
• Bank processing times may vary depending on your provider

If the return is rejected (e.g., due to signs of use or installation), no refund will be issued.

Change of Mind

Change-of-mind returns are not accepted after 14 days.

Exchanges

We offer exchanges in the following cases:

• You received the wrong item
• The item arrived damaged (must be reported within 48 hours of delivery)
• The product is faulty (within 30 days, pending supplier review)

To request an exchange:

• Email us with your order number, issue description, and photos
• We will assess the case with the supplier
• If approved, we’ll coordinate replacement or offer alternatives

Order Cancellations

• You may cancel an order if it has not yet been processed or shipped
• If the item has been dispatched, standard return conditions apply
• Contact support@hydralis.com.au as soon as possible for cancellation requests

Faulty Items / Item never arrived

Damaged or Faulty Products:

• Must be reported within 48 hours of delivery
• Include clear photos of the product and packaging
• If approved by the supplier, we’ll arrange a replacement, repair, or refund

Item Never Arrived:

• If your order has not arrived within the expected delivery timeframe, please contact us
• We will liaise with the supplier and shipping provider to investigate and resolve the issue

If you have questions about the return eligibility of a specific brand or item, please contact our team at support@hydralis.com.au before placing your order.